A great opportunity has arisen for a Quality Administrator to join a forward-thinking organisation committed to high standards, consistency, and continuous improvement. Working in a small, supportive team, you will help drive quality through audits, analysis, reporting and collaboration across departments.
Key responsibilities
* Conduct audits across call quality, CRM data and client interactions
* Analyse audit results and present clear, actionable insights
* Share audit outcomes with managers within seven days
* Track agreed actions to completion with evidence recorded
* Recommend improvements to enhance quality and reduce failure rates
* Maintain accurate QA records and documentation
* Support creation of dashboards or reports to monitor performance
* Help improve QA methodologies, tools and processes
* Expand QA coverage across additional departments
* Maintain relevance and accuracy of QA criteria
* Collaborate with teams to refine scoring criteria
* Support staff development linked to quality outcomes
* Assist in developing and delivering training materials
* Identify opportunities for quality process improvement
* Act as a point of contact for quality-related queries
* Respond to internal queries within one business day
* Build strong working relationships across departments
* Provide quality insights for improvement projects
* Track project milestones and flag delays promptly
* Ensure QA activities meet internal policies and external regulations
* Support audit readiness and compliance reviews
* Keep QA procedures and documents up to date
* Assist in creating and maintaining standardised SOPs
* Communicate clearly, listen actively and provide constructive feedback
* Interpret data and identify trends
* Organise workload effectively and manage time well
* Present quality findings confidently to varied audiences
Skills and experience
* Proficient in Microsoft Office
* Experience with CRM systems (beneficial)
* Power BI experience (desirable)
* Process mapping, project coordination or change awareness (desirable)
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